Associate Product Support Specialist (Remote - UK)

Responsibilities : Serve as the primary point of contact for basic technical support and product-related inquiries from customers using Fleetio. Provide exceptional customer service for tier 1 tickets via phone calls while maintaining a high level of professionalism and empathy. Demonstrate comprehensive knowledge of our fleet management software, including a basic understanding of its features, functionalities, and integrations. Investigate complex software issues reported by customers, collaborating with Support Specialists, SME’s, Shift Leads, and Support Engineering teams to identify and escalate customer issues to the appropriate team. Continuously identify opportunities to improve the customer support process, including streamlining workflows, enhancing documentation, and implementing customer-focused initiatives. Your experience Previous experience in a customer support or technical support role, preferably in the software industry. In-depth knowledge of fleet management software and related technologies is a plus! Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues effectively. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to customers clearly and concisely. Customer-centric mindset with a passion for delivering exceptional support experiences. Strong organizational skills and the ability to prioritize and manage multiple tasks simultaneously. Proficiency in using customer support tools and software, including ticketing systems, CRM software, and remote support tools. Flexibility to work occasional evenings or weekends to accommodate customer needs. Benefits Multiple health/dental coverage options (100% coverage for employee, 50% for family) Vision insurance Incentive stock options 401(k) match of 4% PTO - 4 weeks (increases at year two!) 12 company holidays + 2 floating holidays Parental leave - birthing parent (16 weeks paid) non-birthing (4 weeks paid) FSA & HSA options Short and long term disability (short term 100% paid) Community service funds Professional development funds Wellbeing fund - $150 quarterly Business expense stipend - $125 quarterly Mac laptop + new hire equipment stipend Fully stocked kitchen with tons of drinks & snacks (BHM only) Remote working friendly since 2012 #LI-Remote Fleetio provides equal employment opportunities to all employees and applicants and prohibits discrimination and harassment. We celebrate diversity and are committed to creating an inclusive environment for all. All employment is decided on the basis of qualifications, merit and business need. This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will. If you have a disability or a special need that requires an accommodation to fill out the online application, please let us know by calling (205) 718-7500.